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Shift your clinic Cultureto create a High Performing Staff
Front Desk
MAsNurses
Providers
Leadership
RHC Workshop 36th Annual Oregon Rural Health Conference October 2, 2019
Learning Objectives
Success will not come easy based on the rural healthcare marketplace
Elements of a High Performing Staff
Steps to shift the Culture
Conditions they treat include:•Flu or cold•Cough•Conjunctivitis (Pink eye)•Low grade fever•Possible sinus infections•Skin rashes•Swimmers ear•And more
Look who wants our profitable encounters
• You can shop while you wait.
• Our hours match your schedule.
• We accept walk-ins.• We have a doctor waiting
on your telemedicine call.• Pick your own appointment
slot with your smart phone.
What’s their strategy? How are they going to compete?
BM&Y, We better make some changes…
Marks of a High Performing Staff
Patientengagement
is constantly improving.
High Volumesare welcome
Cross Trainingjust happens
Moraleis high.
Strengthsare known and used
Work-a-roundswhen schedule has issues
No Peckingorder, all are equally 2nd
Technologynot fighting it but using it
Marks of a High performing Team con’t.
Gossipis not rewarded
Everyoneknows where the broom is located
Leadershipknows who works for whom
Where is this team?in a healthy culture
Marks of a High Performing Team con’t
Do successful practices have new property, plant & equipment?
NO!
We’ve seen successful practices in narrow spaces.
We’ve seen successful practices in double-wides.
We’ve seen successful practices in converted church buildings.
We’ve seen successful practices in modular tiny spaces where the ramp is as long as the clinic.
It’s the Power of the 2 C’s: Let’s look at the first one - Culture, What is it?
The power of culture and an incisive plan to manage it is well stated by Jack Welch.
Look, its Management 101 to say that the best competitive weapon a company can possess is a strong culture. But the devil is in the details of execution. And if you don’t get it right, it’s the devil to pay.
Culture: What is it?
Adam Zuckerman, a consultant in Towers Watson’s Chicago office, shows how culture drives marketplace success:
There is growing recognition of the fact among business leaders [that a strong culture drives competitive advantages]. The reality is that culture is one of very few truly sustainable competitive advantages. Companies win not because of what they do, but because of how they do it. And how they do it is determined by culture.
Culture: What is it?
Wrong Definition 2the customary beliefs, social forms, and material traits of a racial, religious, or social group
Well, its not in thepetri dish. Or underhere.
Wrong Definition 1Cul-ture/ˈkəlCHər/noun
the arts and other manifestations ofhuman intellectual achievement
Culture: What is it? Right Definitioncul·ture/ˈkəlCHər/noun
the set of sharedattitudes, beliefs, goals, and behaviors thatcharacterizes an institution or company
Here, we are talking about this definition:
Createbut they’re
powerful
Good Behavior is a by-product
Beliefsaren’t seen
Attitudesare
contagious
BehaviorsThis is what we want.
Manifest in
We want Behaviors to Change but How?
To change behaviors, you must change beliefs.
But, beliefs are changed by observing behaviors.
Beliefs are usually caught, not taught.
Modeledusually by the provider(s)
Drivenor by other leaders
PracticedBut, not always
am I am I
am Iam I
ProviderHeal thyself!
CEOLook in the mirror!
ManagerGet the log
out of you eye first!
AssistantBe truthful
about yourself!
What comes 1st? We want a successful practice.
One colleague at a time
ØNow that you have addressed YOURbehavior, we can work with the team.
Ø Start with the providers first – thosewith the most influence.
ØDetermine where are their pain pointsand address them.
Ø Interview the team one by one,privately
Sample Questions for the TeamWhat could we do to make our patients notice that our culture is changing?
If you were in charge what would be the 1st
thing you would do to shift our culture?
Take notes & Save them
Make it their idea
Compliment Compliment Compliment
Praise things that don’t need to change
Preach the vision & use words if you have to
Any advance deserves a party
Look for an ally & get close to enemies
We need buy-in Momentum is needed
½ to 1½ days
QuarterlyStrategy is developed here; Team building; bettering relations
1:15-1:30 min
Brain storming; celebrations; new projects
Monthly
5 to 10 min
DailyStanding; check-in;
news of day; kid’s homerun
30-40 min
Weeklyculture lunch;
review & help w/ culture projects
Meeting Schedule now meeting with the team or staff
Now, the 2nd C: Convenience is now the King
What can we do to make our patient’s encounter more convenient?
patron’s
What can we do to our waiting room to improve their experience?
welcome center
What’s our Strategy? What’s our secret weapon?
StarbucksCan’t help us
ShoppingWon’t work
Secret SauceWe can care more; We can treat patrons like they are #1.
If providing service, giving respect, dispensing dignity, and esteeming others is our culture, we have the “secret sauce” to compete with any of those guys.
Can you Shift your Culture? Yes you can!High Performance here we come
Remember Culture eats Strategy for Breakfast
Thanks for your
commitment to Rural
Health!
Jeff [email protected]
318.243.5974
